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Customer Support Specialist
hace 2 meses
Job Summary
We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Exactlyit. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers who utilize IBM Power for Google Cloud.
Key Responsibilities
- Technical Support: Provide timely and effective technical support to customers who require assistance with performance and/or troubleshooting of IBM Power for Google Cloud.
- Incident Management: Troubleshoot production issues spanning various levels of the technology stack and engage appropriate engineering teams as required.
- Customer Communication: Understand customer needs and business pain points to deliver outstanding support and maintain high customer satisfaction.
- Collaboration: Collaborate with internal engineering teams and Google to address customer incidents and support requests associated with IBM Power for Google Cloud.
- Process Improvement: Follow and mature all IP4G support-related processes, procedures, and policies.
- Documentation: Contribute to public and internal documentation to amplify your impact.
- Team Collaboration: Collaborate with the Infrastructure Operations Team (IOC) Manager to build an effective technical team that supports IBM Power for Google Cloud and adjacent Google Cloud Marketplace offerings.
- Metrics and Reporting: Collect, analyze, and report on IP4G support metrics / KPIs to identify problems or areas of focus.
- Procedure Development: Contribute to the development and continuous improvement of Customer Support procedures and infrastructure.
- Telemetry and Log Collection: Collaborate with engineering and observability teams to improve telemetry and log collection, add new dashboards, and create alerts.
- Feature Request and Bug Remediation: Collaborate with Product Management to shape and prioritize feature requests and bug remediation.
- Incident Response Process: Collaborate with the Incident Manager on the continuous improvement of the incident response process.
Requirements
- Strong technical skills and experience in cloud infrastructure support.
- Excellent communication and problem-solving skills.
- Ability to work collaboratively with cross-functional teams.
- Strong analytical and problem-solving skills.
- Experience with incident management and process improvement.
- Strong understanding of cloud infrastructure and technical concepts.
